Returns, Refunds & Our 60-Day Try-It Guarantee

We want you to feel confident ordering from Swoleys. Every order is covered by your rights under the New Zealand Consumer Guarantees Act or the Australian Consumer Law (whichever applies to you), and selected first-time product purchases are also covered by our voluntary 60-Day Try-It Guarantee.

This policy is designed to be fair: clear protection if something is wrong, a practical path if a product is not the right fit, and sensible limits for opened supplement products.

Your consumer rights come first

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act or the Australian Consumer Law.

If a product is faulty, damaged, unsafe, contaminated, not of acceptable quality, or not as described, please contact us and we will work with you to provide the remedy you are entitled to under the consumer law that applies to you.

Our 60-Day Try-It Guarantee is an extra promise from Swoleys. It applies in addition to your legal rights, not instead of them.

Quick summary

Changed your mind and the product is unopened?
You can request a return within 60 days of receiving your order, as long as the product is sealed, unused, and in original condition.

Opened it and the flavour or texture is not for you?
On your first eligible purchase, contact us within 60 days while the pack is still at least 75% full. We will usually guide you toward a flavour swap or store credit first.

Gave it a fair try and it is not the right fit for your routine?
On your first eligible purchase, contact us within 60 days and tell us what did not work for you. We will assess the request fairly and may offer store credit, a flavour swap, or another suitable remedy.

Arrived damaged, faulty, or wrong?
Contact us as soon as possible. If the product is faulty, damaged, incorrect, unsafe, contaminated, or not as described, we will sort it in line with your rights under New Zealand or Australian consumer law.

Please contact us before sending anything back.
We need to confirm the next step first so your return or claim can be handled properly.

60-Day Try-It Guarantee

Our Try-It Guarantee is for genuine first-time customers trying Swoleys fairly.

It applies to your first eligible purchase of a Swoleys product and is limited to one claim per customer, household, or delivery address unless we agree otherwise.

For opened products, our guided default is a flavour swap or store credit. A refund may be offered where appropriate, depending on the situation. Your legal rights for faulty or misdescribed products are not affected.

Flavour or texture

If the flavour or texture is not for you, contact us within 60 days of receiving your order while the pack is still at least 75% full.

Please include your order number and a quick note explaining what did not work for you. We may ask for details that help us assess the request, such as product condition, batch details, packaging, or for the product to be returned.

Not the right fit after a fair try

If you have used the product as directed and it still does not feel like the right fit for your routine, contact us within 60 days of receiving your order.

Please include your order number and a short explanation of what did not work for you. We will review the request fairly and confirm the next step.

This part of the guarantee is voluntary and is intended for personal use only. It does not apply to resale, sampling, repeated claims, or misuse of the guarantee.

Unopened change-of-mind returns

If you change your mind, you may request a return within 60 days of receiving your order.

To be eligible, the product must be:

• unopened and sealed
• unused
• in its original packaging
• in resaleable condition
• purchased directly from Swoleys

Change-of-mind returns are not available for opened products unless we approve the request under our Try-It Guarantee or you are entitled to a remedy under applicable consumer law.

For approved change-of-mind returns, the customer is responsible for return shipping. We recommend using tracked shipping, as the product remains your responsibility until it reaches us.

Once we receive and inspect the returned item, we will process the approved refund to your original payment method. Please allow 5 to 10 business days for the refund to appear on your statement after it has been processed.

Original delivery charges are not refunded for change-of-mind returns unless required by law.

Damaged, faulty, unsafe, contaminated, or incorrect items

If your order arrives damaged, faulty, unsafe, contaminated, incorrect, or not as described, please contact us as soon as possible.

Email sales@getswoleys.com with:

• your order number
• the item affected
• a short description of the issue
• any batch number, expiry date, or packaging details requested by our team

Please keep the product and packaging until we have confirmed the next step. We may need details from the product or packaging to assess the issue properly.

If the issue is covered by your rights under New Zealand or Australian consumer law, we will provide the appropriate remedy and cover reasonable return shipping where a return is required.

How to start a return or claim

Email sales@getswoleys.com within the relevant timeframe.

Please include:

• your order number
• the product you are contacting us about
• whether the item is unopened, opened, damaged, faulty, incorrect, or not the right fit
• a short explanation of the issue

We will reply with the next step, including the return address if a return is needed. Please do not send anything back until we have confirmed the return instructions.

Return shipping

For change-of-mind returns, return shipping is paid by the customer.

For voluntary Try-It Guarantee claims, we will confirm the return-shipping requirement when we review your request. If we ask for a non-faulty opened product to be returned, return shipping may be your responsibility unless we advise otherwise.

For faulty, damaged, unsafe, contaminated, incorrect, or misdescribed products, we will cover reasonable return shipping where a return is required under applicable consumer law.

Refunds, store credit & flavour swaps

For unopened change-of-mind returns, approved refunds are processed to the original payment method after the returned item has been received and checked.

For opened Try-It Guarantee requests, we will usually guide you toward a flavour swap or store credit first. A refund may be offered where appropriate.

For faulty, damaged, unsafe, contaminated, incorrect, or misdescribed products, we will provide the remedy required under New Zealand or Australian consumer law.

Refunds can take 5 to 10 business days to appear on your statement after processing, depending on your bank or payment provider.

Fair use

Our Try-It Guarantee is here to help genuine customers try Swoleys with confidence. We may decline a voluntary guarantee claim where we reasonably believe it involves misuse or abuse.

Examples include repeated claims from the same customer, household, or delivery address; claims across multiple flavours or products that appear excessive; claims for resale or sampling; or claims where the product has not been used as directed.

These fair-use limits apply only to our voluntary Try-It Guarantee. They do not limit your rights under the New Zealand Consumer Guarantees Act or the Australian Consumer Law.

Subscriptions

You choose your delivery frequency at checkout.

You can skip, reschedule, change your product or flavour, or cancel future subscription orders from your account, or by emailing sales@getswoleys.com.

There is no cancellation fee and no notice period. Cancelling stops future orders. Orders that have already been dispatched are handled under this returns policy.

Questions?

We are real people and we are happy to help.

Email sales@getswoleys.com.